Job Description

Scope and general purpose

To assist with the administration and Guest relations to ensure the smooth day to day running of Reception Front of House. Exceed the expectations of our guests to a five- star standard, inspire and create unique memorable experiences of escape and adventure, so everyone feels special.

Main responsibilities:

guests

Prepare a 5 and +1 service standard for all arriving and departing guests.


Ensure all Invoices are prepared and correct payments are processed.

Assist with the booking and organisation of small events and functions as required.

Deal with guest enquiries, reservations and requests and follow-up with appropriate telephone and email correspondence.

Communicate with the guests during their stay so that they have their expectations exceeded

Deal with any guests' complaints and queries in line with Forbes Standards and report actions appropriately to relevant managers.

team

Ensure all appropriate departments are informed to meet and exceed the guests' requests. Supervise and assist with daily, weekly and monthly admin tasks to be completed by the team

productivity

Assist with the management of Hart to ensure that it is always up to date and correct. Liaise with the Commercial Manager on the room rates and upgrades. Deal with Backroads administration and processing.

Deal with travel agents administration and payments and highlight VIP TA's to the HOD

Maintain a tidy and organised reception desk and back-office area.

health & safety

Report any concerns, near misses and support the see, it, sort it, fix it and do not walk on by.

sustainability

Proactively supervise ESG on your shift in reducing energy consumption and wastage, and creative ideas for embedding the policy within your team and your department. Be able to clearly communicate our ESG policy and Earth Check to the team, guests, and suppliers.

EXPECTED BEHAVIOURS

Friendly

Pleasant, kind and easy to talk to.

Aspirational

Have hopes and desires to achieve your goals.

Honest

Have integrity so you can be trusted, straightforward and truthful.

Challenging

Interested in testing your ability, skills, and the way you think.

Our Purpose: -

To create incredible memories for people in a place like no other.

Vision Statement:

A world leading hotel that makes people feel special.

Mission Statement:

Focusing on exceptional levels of friendly, faultless service and hospitality.

Our Core values:

Dare to be different

Driven to be the best

Passion to make people feel special

Integrity in the way we live and work.

INDFOH